Telecom/Cable Industry

Over the years, Singo has
performed work for some of the largest Telecommunications, Cable and
Data business both in the US and Europe. This has included
work for Clearwire International, Cox Communications, Integra Telecom,
Verizon Wireless, Qwest Communications, AT&T, British Telecom and
Long Distance America. Every customer had different need –
this is just one of many examples where one project would lead into a
dozen more.

Cox Communications and Singo
Solution

Cox Communications is known for their innovation and commitment to
delivering superior customer care. With over 6 million customer
relationships and 50,000 employees, it’s no easy task ensuring
everything possible is done to provide the best services.
According to the J.D. Powers and Associates 2009 Major Provider
Business Telecommunications Study, Cox ranked highest in satisfying
small/midsize and large enterprise business customers with
telecommunications data services. This is certainly no
accident. By employing services from companies such as Singo, Cox
is able to ensure the highest customer satisfaction.

Foot in the
Door

Offering more services and capacity is a key factor to Cox's future as
technology continues to evolve rapidly. During the recent
recession which started in late 2007, Cox decided to spend an extra
$300 million to increase its residential fiber-optic network in
Arizona. The upgrade was designed to quicken Internet service to
roughly 1 gigahertz in addition to providing customers with better
access video content.

Although the service disruptions were brief and only occurring during
the early AM hours when most of us are asleep, Cox wanted to ensure all
of their customers were notified of any possible disruption as part of
their continuing effort to provide the best service. Singo was
contacted by Cox’s Communications Liaison when their incumbent vendor
was unable to meet the strict requirements needed to timely notify
their customers as the Cox technicians upgraded the individual fiber
nodes within the massive Cox network. This two year process was a
careful coordination with the technicians, the affected area and
timely/accurate notification.

It was with this initial project that introduced Cox to Singo’s
responsiveness, quick deployments and stable platform.
Within months, other department within Cox started noticing Singo’s
performance. In less than a year, Singo’s services expanded into
practically every Cox location and department within the
US. This document is to showcase some of these projects.

Keeping Track
of a Mobile Workforce

Issue: Cox wanted to give every customer the opportunity to
provide feedback a few hours (sometimes minutes) after a service or
installation technician left the customer’s residence or commercial
location. Prior to Singo, most of the calls were made
manually, thus driving up labor and not being able to contact every
customer quickly.

Resolution: Singo, with
help from Cox, created an automated post call survey which dialed every
customer within hours after a dispatch was completed. This
gave every customer the ability to provide immediate feedback, the same
day. They were also given the opportunity to transfer to a
dispatch coordinator – so if there were issues, often times, the same
technician was still in the same area and could be immediately
re-dispatched. This meant much faster resolution.

With Singo’s ability to quickly gather data soon after each visit,
there were a lot of unexpected surprises in addition to the mountain of
data that was being collected for each Field Tech. There
were a number of patterns and trends that could be spotted easily with
Singo’s Customized Web Based reporting tool. One of the
unexpected surprises is how often the customer would request to be
transferred only to give further praise about the
technician. Although intended as an escalation method for
issues, we discovered it ended up being a portal to providing more
personal positive feedback. This is a testament to the
great service offered by Cox Communications and their Field
Technicians. The project was so successful that it was soon
picked up by Cox Corporate and this automated solution is in
practically every Cox Location across the US running 7 days a week
collection up to 5,000 survey answers per day.

Getting the Newest
and Greatest

Issue: Cox is known for their loyal customers. As time
passes, customers might not have the newest modems or digital converter
boxes. To ensure their most devoted customers get the best
experience, Cox offers equipment exchange.

Resolution: All customers with obsolete and outdated equipment
were loaded into the Singo Platform. Customers were
informed of their closest store locations and information on how
exchange the outdate equipment using the Call Automation provided by
Singo.

Never Assume!

Issue: Monsoon wind storm whips through a neighborhood. Call Center
gets inundated with calls. A resolution is quickly found.
Do you now assume all those calls are now resolved or do you waste time
sending out a truck?

Resolution: All previously pending issues for that neighborhood
is called. They are given the option to confirm their issue
is resolved, request that their service order not be cancelled or be
given more time to confirm issue is indeed fixed. Now,
there is no need to ever assume – and customers are updated on the
status of their issue at the same time.
Commitments Anyone?

Any company with a large customer base like Cox needs a strong
Collection team with the proper tools. Thousands of calls
are launched hourly by Singo on behalf of Cox - requesting payments,
updating outdated credit card information, providing account status for
accounts in jeopardy and many other credit service related function.

Singo has developed a number of solutions which differ from a lot of
other hosted platforms in he market place. That included
our ability to automatically scrub out PTP’s (Promise-To-Pay) from the
dialing list, sorting methods so that unreachable customers are not
dialed around the same time each day and the ability to send customers
to automatic payment system that can immediately identify the customer.

Service with a Smile

Cox has a number of outlet stores around the country. Every
evening, a customer list is generated based on the day’s sales along
with the employee who completed the transaction. Within the
same day, results are given to see how well each employee performed.

Cox Communications, in Fall 2010, rolled out wireless services in
Hampton Roads, Va.; Omaha; and Orange County, Calif. It is
anticipated that this product will roll out to additional sites.
As part of the deployment, sites are also using Singo to ensure
customers are aware of this new product line.

Support without
Asking

Singo was selected to do follow-up calls on customers who opted for
self installations. Ten days after they received their equipment,
our system would launch a call asking if they received every thing they
needed, if their services was working as expected and be given the
option to be sent to a support desk if there are issues.
The launch of this project help ensure customers get the help they
needed as opposed to canceling services which might be due to something
simple.

Close that Deal!

Singo has been helping Cox with various Marketing and Sales
related efforts since 2008. These include automated and
agent based campaigns which include:

Completing Internet sales which haven’t closed due to
inaccurate or incomplete information.

Informing customers about Special Holiday Offers and
Back-to-School Incentives.

Free Demo

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- We offer free demos for anyone interested in seeing first hand how easy our software is to use and how it can help your company. From loading files to INBOUND and OUTBOUND agent work. Let us show you our Inbound Skills Solution and Pacing Options.
- We can also demo virtual work like sending appointment reminders, surveys, blanket message blasts to inform customers of important information, and more.